I placed an order with Kindred Fires as my Gran passed away and I wanted something special to send to my Aunties to show I was thinking of them. Due to isolating I was unable to go and buy my own sympathy cards so specifically placed my order on this site as they had the option of a free gift card and I had spent time writing a poem for this occasion. I placed 4 separate orders and sent the company an email, Facebook message and filled out their online form as I wanted to check the names and addresses were correct and that the orders had gone through ok. I was informed that they hadn’t received any gift card requests (I had to manually paste and change the names each time so I know this wasn’t an error on my part) and after explaining the situation was offered no sympathy, no apology and no solution to the problem. I also said that perhaps they should test the system so this wouldn’t happen to other people which was brushed off. At my request and after having had to wait a long time between responses they finally agreed to send out the gift notes. I realise that this is a free extra but I wouldn’t have placed the order otherwise, especially when paying £16 per small candle. I think a few lessons in customer service and compassion really wouldn’t go amiss as their attitude and lack of willingness to help made an already difficult time much harder. I’m only giving one star as there candles themselves are ok.